Best Buy warranty: less than what meets the eyes

Rick Siedman of South Windsor learned the hard way that you can't always trust what Best Buy employees - many of them undertrained - tell you about their products and warranties.

Even though they don't get commissions, the number of hours they get to work depend on the previous pay period's sales.

This is Siedman's tale:

My situation involves their extended warranty. On August 19, 2008, my son purchased a XBOX 360 60GB PRO SYSTEM from Best Buy, in Manchester. With this purchase of this game, he purchased their extended warranty.

Best Buy never gave us any type of paper work explaining what was covered, except they told us a record of the warranty will be in their computer data base, which it is.

What was explained to my wife and son that everything in the box is covered. Less than 4 months after being used the headset doesn't work any longer.

On friday night, January 2, 2009, we went back to the store to ask who do we call to have it replaced? I asked the Sales individuals in the department that sells these gaming systems, if the headset is covered. I was told yes.

Also told yes by the individual at the customer service kiosk. Called the number that I was given and was told flatly no, that accessories were not covered. *Mind you, we never* *received a brochure from Best Buy on what was and was not covered, *just the Sales people assuring us that if it came in the box, it is covered.

Now, here is the catch. I took the headset back to Best Buy on January4 to see what the problem with the warranty is. At the kiosk, the individual again said that it was covered. She called over the Manager in Charge to see what could be done to help us..

He told us that the headset was not covered when it was purchased in August. I told him that when purchased we were told it was. He wouldn't do anything. He told me that the warranty was changed in October to cover it. I told him again that we received no brochure on what and what wasn't covered.

I asked him if Best Buy hands out brochures, didn't reply. At this time he basically said that we are out of luck. I told him that I would be writing to you. When I said that he ended our conversation.

Information on the purchase was on 08/19/08, receipt number 0484 0024298 081908.

I am always amazed at how terrible the service at BestBuy is. They make the most money by upselling their extended warranties. Their prices are really good, but you are often better off getting products from places with better warranties or service.

I received a call from Best Buy at around 4 pm, after being on the Watchdog blog for only 6 hours. The individual who I talked to said that he would mail me out a gift card to cover the cost of a new headset. I was also told that Best Buy has a team that follows the blogs, so they can respond to any complaints that are justified.
Thanks...Watchdog!!

I have been a professor of electronics and computer science for over 30 years at a local community college. After taking leave of teaching I became an sales associate at Best Buy computer department. I can assure you that I do not work on commission and my hours do not depend in anyway the sales of my department or my personal sales record. Sorry, but try to get you facts correct before you put it in writing. I have been employed at Best Buy for 5 years and I can assure you that I have not personally witnessed anything so described at my store. My customers grow to be my friends and repeat their business.

"john obrien" is either a rare gem to be treasured by those who can find him at their local BB, or one of those blog surfers BB employs to try to keep their image up.

Take a look through some of the BB hate sites, consumerist.com, confessions of former employees and you'll see that stuff like that happens all the time at BB. Just because it hasn't happened to you, John, doesn't make it not true.

I had a similar experience a couple months ago with a camera I bought at Best Buy on the Belin Turnpike.

I had purchased a Canon digital camera at Best Buy two years ago along with a 3-year extended warranty. After 2 years, a defect in the display on the back of the camera appeared that made the camera almost unusable, although there was no degradation to the excellent quality of the photos.

I took the camera back to Best Buy, warranty in hand, for repair. They agreed that the display had a problem and sent it to their repair center. I felt lucky that I had taken the advice of the sales person who specifically mentioned that the displays were the most likely components for damage and that the extended warranty covered that specific component. (Otherwise, I would have skipped te extended warranty altogether.)

I received a call from the service center a few weeks later telling me that the display was "cracked" and that cracks were not covered under the extended waranty. The repair cost would be about $129. Neither I nor the Best Buy "Geeks" could identify a crack in the display, but the service center said it was only cracked on the BACK side of the display, so although the crack was not visible from outside the camera, there was still no coverage.

I was livid! I asked exactly what did the extended warranty cover and was told that it covered routine CLEANING!!!! These are sealed cameras that never need cleaning. Who would buy an extended warranty if it only covered CLEANING? The whole experience still gets my blood pressure up. I had them fix the camera anyway and paid the fee. What else could I do?

When I picked up the camera, I had a cordial chat with the manager on duty who told me that apparently I had the OLD extended warranty and the the NEW extended warranty does cover the display. He couldn't explain why the salesperson specifically told me the display was covered when apparently it specifically was NOT covered at that time, but would conventiently be covered several months later.

I fully intended to follow up with Consumer Protection, but like many consumers in the same position, just paid for it and put the complaint on the back burner.... where it still simmers. Your article turned up the heat.

I bought a digital SLR camera with the extended warranty. I was told it would cover damage to all parts of the camera. Stupidly I believed the clerk.

2 1/2 years later the shutter buckles on itself. I turned it in to be repaired. They want $1200 for a camera that is now worth $1800 brand new.

They are calling it "external force" because they can not determine what happened. By saying that it voids out the warranty (the warranty I was told covered all aspects of damage to the camera). I did not drop or jar the camera and told them if the closely examined it they could tell there was no damage or abuse what so ever.

I have gone as far as they will allow me to go at the service repair center. I have called BB back 3 or 4 times with them telling me it didn't matter they are going by what the service center said.

I will make sure if this is not covered that everyone I know hears of the story and will also notify the local news.

Best Bestbuys extended warranty as far as I'm concern Sucks.I also bought a Acer Laptop with the warranty .After 6 months I took the laptop in do to a problem with the screen saver causing a blue screen at times. by the way this was the 2ND time i returned it to them for the same problem. They had it for 3 weeks, got it back they told me they could not find anything wrong.( I think that they didn't even look at it )As time gos on i had King computer here in Redding Calif. build me a desk top computer did a great job. Told him about the problem with my Acer laptop he told me he is a certified Tech. for Acer . So i brought it to him ,this problem i'm been having happen to him 4 times in one day and he fixed it .I have talked to just about every Manager at bestbuy about their warranty problem that i had with the laptop they told me that is is not their problem so they don't car. I also have a D60 camera with their warranty God help me if i have a problem. As far as my new Plasma TV i bought from them im going to Squaretrade for my warranty. 70.00 less Zkpuax

I used to be a firm believe in my Best Buy warranty. I might have little problems here and there, but in the end my stuff got fixed. With my most recent service request, the warranty seems like a waste. I have been waiting over two months to get my TV serviced.

The first call went fine. I called, they gave me a time-frame of 2 - 3 business days (would have been a Friday) to get my TV fixed. No problem. I can go a few days without my TV. The service provider calls me the next day to set up an appointment a week out. I thought my appointment was on Friday? No...technically Best Buy CAN'T give a repair time for the service provider since they make their own schedule (why aren't they communicating on this BEFORE they give the customer an appointment)!

I, in a very professional manner, asked the SP why my appointment wasn't Friday and she copped a MAJOR attitude. So, I told her I didn't want her company in my house or making money from this call. So this part of the wait is my fault. Best Buy finds a new SP for me.

Fast forward two months later and my TV is still broken. Mind you Best Buy has ALL the information about my set. They call me again to get it. Fine. Still no service. Call back. Get the run around. Someone will call me in a few days. That was a month ago. I call today. Same thing. They are researching some crap and someone will call me back.

Meanwhile the only thing wrong with my television is it needs a bulb. The SP is researching for the lamp assembly. IT IS ONE PIECE....lamp and lamp assembly! I can go online right now and get the lamp and lamp assembly, so what is the hold up?

I know there's problems with XBOX 360, so when I purchased one in December 08 at the Wheeling, WV store, I also puchased the warranty. The cashier explained that if there were any problems, Best Buy would fix the problem or give me a new one. That sounded very good. Well, in March 09 an issue arose with the system. I took it to the Geek Squad to be fixed. They said they need everything that came with it including the power cord, controller, and game. In the end, I received a refurbished console and no other accessories. It was a week long struggle between myself and BB before they finally opened a new system and gave me the accessories that came with my system.

The bottom line is...the warranty system stinks, the employees tell one story and management tells another, it's very "bait and switch" feeling. There seems to be no actual consistent communication between customer, employee, and managment. I'm disappointed and jaded, and will not consider BestBuy for future purchases.

One positive note. A manager from another department, phones, I think, Joel, was very kind, informative, and helped.

I bought a samsung refridgerator in oct 2008 from BB it was a open box item, so I got it at a discounted price. Now the SR told me since it's a open box item she highly suggests that I buy the extended warranties so I did. I took the item home and found out the icemaker doesn't work, called BB they sent out the geek squad and replaced the icemaker, still didn't work. Now four service calls and many weird noises from the fridge later the geek squad says it cannot be fixed and I can go the the local store and they will replace it with a new comparable item. I went into the local BB and found the exact same fridge just a newer looking model (it has a different door handle) told the SR to just replace it with the exact model. They told me that my model is no longer available and that I had to buy the new model for $312.00 more than what I originally paid and said if I don't do it today the warrenty will be void. From now on I will never buy from them again.

I am having similiar problems and have bought BB warranties on most of my items but never really had to use them until now. I bought my Mistubishi 48" HD ready rear projection tv from them and for the first 3 years it worked great until HD cable came out. When you switch back and forth between regular tv and HD the screen flashes and all different colors come up some bending in a circle and that winds up screwing up the convergence and you have 3 pictures on the screen, one of each color.. I call for service everything went great until the tech looked at the tv. He adjusted the convergence and said if it goes out again just adjust it there is nothing they can do. So that is what I did maybe once every 3 months or so for the past 2 year's until now. Now it happens every day to if I am lucky every other day. So a technician comes out last Monday and says he needs to order parts, we reschedule for him to come back on 04/28/09 which he does and the parts were shipped directly to me. He wound up replacing the motherboard on the tv and guess what 4 or 5 hours later same problem. I call up and the CSR tells me that he can have someone back there next Monday 05/04/09. I explain the guy was just here I am not sitting here for another week without the tv. So I ask for a manager and she gets me an appt for today. Fast foward to today the same tech came back adjust the convergence and leaves. Apparently thats not the problem its ridiculous and to top it off I called in the service on April 12 and the warranty expired April 13th and because its been 4 years you can't renew. So yes it is under warranty but they aren't fixing it instead giving me the run around and saying like the first guy just keep adjust the convergence and they are also trying to blame my remote control and saying that is causing the problem.

Well apparently no one has experienced bbs great new policy for pcs. Here's a little history. Typically with a warranty you bring it there, they service it, you get it back; usually for me no prob..after 4 hardware failures they call it a lemon and it's covered by their no lemon policy. With that, if you cannot find a computer that is the same as yours you get to pick one out for the value of your computer and pay the difference if it's more expensive. Anyway so now even though I've paid for a 3 year warranty apparently they are allowed to change it. I bought another pos laptop and had to bring it back 4 times., now I get to junk my old one and I thought pick out a new one..but apparently they don't allow you to use the amount of what you paid for a trade they make you compare the specs.. Even though they admitted they sold me a garbage computer. So since I bought the laptop 2 years ago for 900 or so it only had 2 gigs and a crap intel graphics card, which today equals an emachine... There is no way I paid 1200 dollars for the warranty and the laptop to get an emachine.. So my question/comment is how is it possible that they can change their policies when they want..especially without notifying me..and how is that legal?

Here's my story. 2 years ago I purchased a TV from Best Buy and also bought the 4 year service plan. A month ago, the video on my TV just went out. After a call to Best Buy's service line, I was informed the earliest they could come was 2.5 weeks away. That was the first of my frustrations. I waited the time and was excited to have my TV fixed on 6/6. The Geek Squad tech came in, looked at the TV for 2 minutes, took off the back cover and ordered 2 parts for the TV. He said his earliest time he could return would be in early July (a month later). After a quick call to his scheduler, he said he could fit me in on 6/18 (tomorrow). Yesterday, I get a voicemail from Best Buy informing me that I would have to call and reschedule my appointment as the parts they ordered over a week ago have not arrived. Yesterday evening I called to reschedule. The CSR I talked to informed me that one of my parts was in and the other has yet to even ship. It's been over a week and a part hasn't even shipped yet? The CSR checked my local installer's schedule and got to 7/16 (a month from now) and gave up as it was all booked. He said that he had another number he could call to schedule an earlier appointment. He put me on hold then came right back to inform me that they were closed and asked if I could call back tomorrow. It has currently been a month since the video on my TV went out and I'm nowhere near a resolution. I paid good money for this warranty where, at this point, I would have rather just purchased a new TV.

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